Systems Integration Engineer

Intradiem

About The Position

Intradiem is a technology company focused on reinventing customer service through intelligent automation. They develop AI-powered solutions for contact center and back-office teams, supporting hundreds of thousands of agents and generating significant savings for customers. The company operates with a "problem-out" approach, collaborating with clients to understand and solve their business challenges. Intradiem fosters a "people-first" culture, emphasizing dignity and respect, offering a family-first environment, transparent leadership, and growth opportunities. Their core values include Servant’s Heart, Craftsman’s Attitude, and Growth Mindset, encouraging employees to contribute to their communities and embrace curiosity, openness, and perseverance.

Requirements

Bachelor's Degree in Science, Technology, Engineering, Mathematics, or equivalent experience.
Minimum 4 years of experience installing software solutions and integrating to 3rd party systems in a customer-facing position.
Experience working in or supporting Contact Center environments.
Experience working with ACD technology, call routing, and architecture.
Experience working with Workforce Management (WFM) systems.
Experience delivering technical implementations in a customer-facing position.
Experience implementing solutions in a SaaS-based environment.
Strong technical, analytical, and troubleshooting skills.
Relational database coursework and/or experience.
Experience working with 3rd party software integrations.
Experience working with any of the following ACD providers: Cisco, Avaya, Genesys, and/or Aspect.
Experience working with any of the following WFM providers: Aspect, IEX, and/or Verint.
Familiarity with networking and using basic networking tools such as Ping, Ipconfig, and Telnet.

Nice To Haves

MS SQL preferred (for relational database experience)

Responsibilities

Lead technical discussions with clients throughout the project lifecycle.
Technical solution requirements gathering, design, and delivery.
Manage the implementation of SaaS integrations.
Troubleshoot technical issues by confirming the validity of the problem, seeking known solutions, and compiling detailed documentation as required.
Understand and follow Intradiem’s and the customer’s change management process.
Proactively support and partner with the Project Managers, Implementation Consultants and Success Managers throughout the project lifecycle to design and implement solutions for the client.
Design and conduct Systems Integration Testing (SIT) prior to launching the Intradiem solutions.
Develop and maintain technical documentation specific to the client in order to support Technical Delivery and integrations.
Work with internal teams to implement hot fixes and upgrades as necessary.
U.S. and International travel to customer sites as necessary, averaging 10%.
Conduct all business in accordance with Intradiem’s policies and procedures.
Perform all other duties as assigned.

Benefits

family-first culture
transparent leadership
unfettered growth opportunities
encouragement to contribute time and energy to causes that help improve the people and communities

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